Complaints Data

Prudential is a leading life and pension provider with over 7 million policyholders in the UK.

We are focused on building strong, long-term relationships with all our customers and the quality of service we provide, including the way in which we handle complaints, is very important to us. While we believe that our current complaint handling process is robust, we appreciate that improvements can be made. That is why we continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from January to June 2011.

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Annuities Ltd, Prudential Holborn Life Ltd, Prudential Retirement Income Ltd, Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Ltd.
Period covered in this report: 1 January 2011 - 30 June 2011
Brands/trading names covered: Prudential UK

	Number of complaints received	Number of complaints completed	Complaints closed within 8 weeks (%)	Closed complaints upheld by firm (%)
Banking	2	1	100%	0%
Home Finance	55	55	94.5%	38.2%
General insurance and pure protection	429	431	91.4%	16.9%
Decumulation, life and pensions	7004	6869	96.5%	42.1%
Investments	1017	999	99.3%	48.3%